Replacement Orders

Overview

Replacement Orders allow you to replace items from a customer’s purchase, typically due to issues such as incorrect, damaged, or defective products. They are directly linked to the initial orders, simplifying management and ensuring accurate inventory levels.

In this article, you will learn how to manage replacement orders and configure related settings for useful features, such as automatically creating replacement orders from RMAs.

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Manage Replacement Orders

When managing replacement orders, consider the following:

• Payment – Replacement orders are marked as Charged by default, and all items receive a full Discount automatically.
  
  An exception to this rule may occur if:

  • The item has no price.
  • The payment from the original order is not successfully transferred, resulting in a No Payment status.

  To resolve this:

  • If the item has no price, manually set the correct one.
  • If the item already has a price, apply an equivalent Discount to the replacement order. This will ensure the order is marked as Charged and Ready to Ship.
• Inventory Count – When you simply unship and reship, there is no additional reduction in inventory. However, by default, a replacement order deducts a new unit from the current inventory levels. You can choose not to reduce inventory while creating the replacement order by checking Disable Inventory Count For This Replacement Order.
• Repeats vs. Returns – If the customer is buying the item again, you must adjust the Discount to receive payment. If the customer is returning their previous purchase, you should Create an RMA before replacing the items.
  
  You can process replacement requests faster by automatically creating a replacement order when you set an RMA’s Resolution to Replace. To use this feature, go to Client Settings and enable Auto Create Replacement Order When Setting Resolution To Replace. To automate this process further, you can also enable Put Replacement Order OnHold Until RMA Is Received, which will set the replacement’s status to On Hold until you Receive the Items.

Create a Replacement Order

To create a replacement order:

1. Go to the Order Details Page.
2. Click Actions and select Create Replacement Order.
   
   You can restrict access to the Create Replacement Order action with a PIN by enabling the Client Setting Require Security PIN To Create Replacement Order.
3. Select or type the Reason For Replacement. It will be posted as an Order Note on the replacement order.
   
   To add or remove reasons, go to Settings > Orders > Replacement Orders Reasons.
4. Optionally, you can also: 
   1. Enter Additional Notes. They will be posted as a Note on the replacement order.
   2. Check Disable Inventory Count For This Replacement Order to prevent inventory deductions.
   3. Update the Quantity To Replace per SKU.
5. Check the boxes on the left to select the products you want to include.
6. Click Create.
   
7. Click View Replacement Order.

Search Replacement Orders

To search replacement orders:

1. Go to Orders > Manage Orders.
2. Click Add filter and add the Replacement Order filter.
   
3. Click the Replacement Order filter and select from these options:
   1. All – Show all orders.
   2. Yes – Show only replacement orders.
   3. No – Show only regular orders.
   4. Has Replacement Order – Show only orders linked to a replacement order.

In addition, you can find replacement orders in the Related Orders panel on the original’s Order Details Page, listed as Child Order.

Similarly, when viewing a replacement order, you can see the original listed as the Parent Order.

Replacement orders always have the following Notes:

• The selected Replacement Reason
• “Replacement order [Order Number] created by [[email protected]] on [Date and Time]”

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Related Client Settings

The following Client Settings affect replacement orders:

Security

• Require Security PIN To Create Replacement Order – Require a PIN to create replacement orders.
• Require Security PIN To Create Second Replacement Order – Require a PIN to create a second replacement order.
• Do Not Allow To Create 2nd Level Replacement Order – Prevent the creation of more than one replacement per order.

Workflow and Automation 

• Auto Create Replacement Order When Setting Resolution To Replace – Automatically create a replacement order when you set an RMA’s Resolution to Replace.
• Enable RMA Replacement Order Workflow – If enabled, when you automatically create a replacement order through an RMA by setting the Resolution to Replace, it will be created with its Payment Status set to No Payment. This setting works in combination with Auto Create Replacement Order When Setting Resolution To Replace.
• Put Replacement Order OnHold Until RMA Is Received – Automatically set the replacement order’s status to On Hold until you Receive the Items.
• Run Post Order Plugin On Replacement Orders – Allow the use of Post Order Plugins on replacement orders.
  

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